Reply to WhatsApp messages in the inbox

Replies from your customers land in WhatsApp → Inbox. Pick a conversation on the left to read it and reply.

When someone replies to one of your messages, the conversation appears here. Click Refresh to check for new ones.

The 24-hour window

WhatsApp lets you write freely for 24 hours after a customer last messaged you. Each conversation shows how long is left, for example 5h 12m left, both in the list and at the top of the open conversation.

• While time is left, type in Write a reply… and click Send (or press Enter).
• When it shows Window closed, the reply box is replaced by a note: more than 24 hours have passed, so WhatsApp only allows an approved template now. Send one from Campaigns, or wait for the customer to write again.

The window resets every time the customer sends a new message.

Reading the ticks

Under each message you sent:

• A clock — queued.
• One tick — sent.
• Two ticks — delivered.
• Two blue ticks — read.

A message that failed is outlined in red, with the reason underneath, or Not delivered.

Why can't I reply?

Almost always because the window has closed. The reply box disappears rather than letting you send something WhatsApp would refuse. Reach the customer with an approved template from Campaigns, or wait for them to write again.

If a reply was sent but shows a red outline, read the reason under it. A common cause is the window closing between typing and sending.

Next: open Inbox, sort out the conversations with the least time left first, and reply before the window closes.